Director of Restaurant Operations

## Full Job Description {#jobDescriptionTitle}

• Director of Restaurant Operations
  
  

**

**Role Summary**

The Director of Operations serves as the leader of the High Performance Leadership Team (HPLT) and is primarily positioned in theFront of House, although this role requires operational expertise in all BOH duties as well. This

leader works in conjunction with Directors of both FOH and BOH to ensure that all operational

areas are working in tandem to achieve our strategic goals. Primarily responsible for operational

decisions & planning regarding all things front counter, dining room & guest satisfaction of inside

interactions, the Director of Operations provides leadership in every aspect of the restaurant

and retains overall responsibility for operational performance to ensure our "***Winning Hearts***

• Every Day***" strategy is met all day every day throughout the restaurant. This individual must have
  
  

a passion for service, people, and Operational Excellence. The Director of Operations works in

tandem with other Directors and leaders to ensure training and process standards are

implemented to maintain Chick-fil-A's world class service. This leader is a key resource to

introduce and implement systems and best practices learned from Chick-fil-A trainings and

other stores in the area on customer service and Operational Excellence; always ensuring that

the mission statement of the restaurant (To serve quality food in a fast, clean, and friendly

environment while enriching the lives of our guests through genuine care) is being lived out.

**

This Director reports to the Operator.**

**Vision**

• Develop Business Plan for the year with the Operator defining measurable goals and a
  
  

plan to reach them regarding hospitality, front counter operations, sales goals, and

cleanliness scores.

• Facilitate weekly Director meetings and sit in on FOH & BOH Leadership team meetings
  
  

biweekly

• Embody & cast Operator's vision, mission, and values to our team
• Embody & cast Chick-fil-A's Corporate Purpose to our team
  
  

People

• Continuously coach your team
• Coordinate and lead meetings with FOH Directors and Team Leaders to provide
  
  

direction, evaluate performance and foster synergy within the FOH team.

• Delegate responsibilities to junior leaders and high performing team members to help
  
  

grow the team and the business.

• Collaborate with other Directors on how the FOH supports the overall vision and growth
  
  

plan of the restaurant and other aspects of the business including Kitchen and Drive

Thru

• Hold your team accountable for their responsibilities and enforce standards
• Complete evaluations for all leaders and team members on your team on schedule
  
  

(30:60:90:90)

• Coach the behaviors of all Managers, Team Leaders and Team Members who work in
  
  

the FOH. Those behaviors include but are not limited to:

• Sense of urgency that creates surprisingly fast speed of service
• Attention to detail that ensures a refreshingly clean environment
• Execution of systems that ensure a consistent quality experience
• Maintaining a work environment that ensures and promotes food safety
• Vigilant attention to the organization and appearance of the FOH
• Partner with the Director of Training & Talent to recruit & select Hospitality Professionals
  
  

and identify training areas of opportunity in the FOH.

• Complete and distribute the two-week schedule on time (no later than Friday's at 6 pm)
• Serves as the primary point of contact with visiting Operators and leadership teams.
• Promotes unity among all team members and leadership through effective and timely
  
  

communicates vision, events, key elements of business plan, etc. to the team.

• Maintains healthy relationships with all levels of leadership.
  
  

Quality & Customer Experience

• Ensure all Chick-fil-A provided systems, pro esses and standards are in place to deliver
  
  

Crave-able food, in a timely manner, that always meet Chick-fil-A quality requirements

• Lead and oversee all aspects of quality and guest experience, ensuring that 2nd mile
  
  

Service is delivered all day, every day - measured by CEM's

• Maintain rigorous cleaning schedule for FOH and play area and enforce it
• Ensure all shifts are completing checklists & following systems & procedures put into
  
  

place for Operational Excellence

• Time block your schedule to hit all areas of Operations every day (Kitchen, Drive Thru,
  
  

Front Counter, Dining Room and Facilities)

• Open and Close the restaurant at least 1 day per week to be informed on all aspects of
  
  

restaurant operations

• Enforce commitment to excellence in the FOH -- no shortcuts
• Cultivate a Food Safety Culture
• Ensure the FOH and Dining Room is always clean and organization
• Complete all designated Chick-fil-A Pathway materials on Front of House operations and
  
  

restaurant administrative functions with an 80% passing score

• Review eRQA and Safe Daily Critical with Kitchen Director weekly and develop action
  
  

plan

• Ensure eRQA for the FOH is performed daily and review results with FOH leadership
  
  

weekly

• Update POP and new materials as they arrive from the Support Center
  
  

Sales & Brand Growth

• Post and reiterate all Sales numbers and goals
• Ensure appropriate Suggestive Selling is taking place offering rewards, as needed, to
  
  

help encourage team

• Create a competitive, enthusiastic, & positive culture towards reaching sales goals
• Work in tandem with other Directors on catering & community events to ensure
  
  

REMARKable experiences for all guests and clients

• Stay up to date on all roll-outs & promotional items
  
  

Financial Stewardship

• Drives financial performance and provides feedback to leadership and suggest
  
  

operational actions required to achieve financial targets

• Strategizes with the Kitchen Director to monitor food cost and manage waste
• Complete End of Month Package with Operator
• Compare sales & costs to previous year and project & plan for coming months/year
  
  

**

Performance Goals**

Profit: 14%

Labor: Top 33%

Food cost gap:

CFA One: #1 in DMA Market in overall percentage of sales

CEM scores:

Overall Satisfaction -- 75% after 6 months

Order Accuracy -- Top 20% quarterly

Attentive and Courteous -- Top 20% quarterly

Cleanliness -- Top 20% quarterly

Fast Service -- 72% after 6 months

Restaurant achieves 90% score on Steritech visits and 100% score on Health

Department visits

• Foster an environment of excellence, accountability, trust and dignity in the Front of
  
  

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